The Dealer Playbook
The Dealer Playbook

Episode · 4 months ago

Brian Miller: How To Improve Customer Experience With Technology


We have a love/hate relationship with technology in the retail auto industry, but it doesn't have to be that way. For years we've either relied too heavily on technology and bypassed the essential human needs of the car shopper. 

Brian Miller, the Platform Evangelist at, shares some simple ways to improve the customer experience with technology while also fulfilling the operational needs of the dealership. 

Noteworthy topics from this episode:

3:14 - It’s all about the experience we provide to our customers.

6:08 - What is the biggest pain point as it pertains to serving dealers and customers?

8:21 - Dealerships should be responsible for the process that works for them.

10:20 - What is Fortellis?

13:06 - What does integration means?

16:15 - How do dealers are able to create unique workflows for their business?

20:21 - What should I be considering as a dealer to develop something in-house? Who do I need on staff?

25:02 - How does the customer benefit from something like this?

29:49 - How do you find out customer’s data and information? 


This episode is proudly sponsored by our friends at Fortellis. No two dealers operate the same way which is why Fortellis provides the tools to create unique apps that help your dealership meet the needs of the market while catering to your operations. 

Not only has Fortellis created an amazing technology platform that’s designed to make life easier for dealers, but they are also pouring back into the community with events like their dealer dev day. It’s a 3-day event that empowers attendees to network with each other to create smarter, faster, and better apps for the dealer community. 

Visit to browse their marketplace of apps and integrations that will allow you to run your business, your way.

In-Stream Audio Search


Search across all episodes within this podcast

Episodes (463)